Book description
ITIL® is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL to Foundation Exam candidates and offers a practical understanding of IT service management. The new edition is fully updated and contains several additional processes. An ITIL® licensed product.
Table of contents
- FRONT COVER
- HALF-TITLE
- BCS
- TITLE PAGE
- COPYRIGHT PAGE
- CONTENTS
- LIST OF FIGURES AND TABLES
- AUTHORS
- ABBREVIATIONS
- GLOSSARY
- USEFUL WEBSITES
- PREFACE
- INTRODUCTION
- SECTION 1: OVERVIEW
- SECTION 2: THE SERVICE LIFECYCLE
-
SECTION 3: THE PROCESSES AND FUNCTIONS
- 7 BUSINESS RELATIONSHIP MANAGEMENT
- 8 FINANCIAL MANAGEMENT FOR IT SERVICES
- 9 DEMAND MANAGEMENT
- 10 SERVICE PORTFOLIO MANAGEMENT
- 11 DESIGN COORDINATION
- 12 SERVICE CATALOGUE MANAGEMENT
- 13 SERVICE LEVEL MANAGEMENT
- 14 SUPPLIER MANAGEMENT
- 15 CAPACITY MANAGEMENT
-
16 AVAILABILITY MANAGEMENT
- Introduction and scope
- Purpose and objectives
- Vital business functions
- How component availability affects service availability
- Proactive availability management techniques
- Reactive availability management
- Relationships with other service management processes
- Metrics
- Roles
- Key performance indicators
- Test questions for Chapter 16
- 17 IT SERVICE CONTINUITY MANAGEMENT
- 18 INFORMATION SECURITY MANAGEMENT AND ACCESS MANAGEMENT
- 19 TRANSITION PLANNING AND SUPPORT
- 20 KNOWLEDGE MANAGEMENT
- 21 SERVICE ASSET AND CONFIGURATION MANAGEMENT
- 22 CHANGE MANAGEMENT
- 23 RELEASE AND DEPLOYMENT MANAGEMENT
- 24 THE SERVICE DESK
- 25 REQUEST FULFILMENT
- 26 INCIDENT MANAGEMENT
- 27 PROBLEM MANAGEMENT
- 28 IT OPERATIONS MANAGEMENT
- 29 EVENT MANAGEMENT
- 30 APPLICATION MANAGEMENT
- 31 TECHNICAL MANAGEMENT
- 32 THE SEVEN-STEP IMPROVEMENT PROCESS
- SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE
- APPENDIX
- BACK COVER
Product information
- Title: IT Service Management - A guide for ITIL Foundation Exam candidates
- Author(s):
- Release date: May 2012
- Publisher(s): British Informatics Society Limited
- ISBN: 9781906124939
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